ServiceNow ITSM Incident Management Lead
Canada Mortgage and Housing Corporation • montreal (administrative region), ottawa, quebec, ontario • Posted July 13, 2026
About the Role
Lead ITSM and Incident Management efforts as a ServiceNow Specialist. Enhance incident lifecycle processes and optimize the ServiceNow platform in a hybrid working arrangement.
This senior role requires comprehensive oversight of Incident Management operations, ensuring the effective execution of ITSM processes. You will utilize your hands-on expertise with ServiceNow to manage Major Incidents, perform root-cause analyses, and maintain compliance in challenging environments. Strong communication is essential as you engage with stakeholders while driving continuous improvement.
Key Responsibilities:
• Execute and improve Incident Management processes
• Oversee daily ServiceNow operations and configurations
• Serve as Major Incident Commander for critical incidents
• Ensure completion of post-incident reviews
• Analyze performance metrics and recommendations
Requirements:
• 7+ years of IT Service Management experi...
This senior role requires comprehensive oversight of Incident Management operations, ensuring the effective execution of ITSM processes. You will utilize your hands-on expertise with ServiceNow to manage Major Incidents, perform root-cause analyses, and maintain compliance in challenging environments. Strong communication is essential as you engage with stakeholders while driving continuous improvement.
Key Responsibilities:
• Execute and improve Incident Management processes
• Oversee daily ServiceNow operations and configurations
• Serve as Major Incident Commander for critical incidents
• Ensure completion of post-incident reviews
• Analyze performance metrics and recommendations
Requirements:
• 7+ years of IT Service Management experi...